2nd Line Engineer in Fareham, Hampshire

2nd Line Engineer
Location: Fareham
Salary: £24000 to £30000
Role Summary
Second Line Engineers are at the forefront of the business dealing with client's issues. Responsible for providing helpdesk support to clients, being an escalation point to First Line Engineers and providing backend support for our monitoring systems. Working efficiently and productively to achieve and exceed SLA's, KPl's, and profitability targets.
Responsibilities
* Escalation point for all customer calls and emails to the service desk
* Hardware fault diagnosis and repair
* Supporting Project engineers with the preparation of hardware for onsite delivery
Key Tasks
* Monitor, Categorise, set priority of incoming tickets
* Manage own daily schedule by working through service board and prioritising tickets
* Communication with customers as required; keeping them informed of incident progress, notifying them of impending changes or agreed outages
* Escalate service or project issues that cannot be completed within agreed service levels
* System Monitoring
* Support business continuity suite monitoring and adaptive fix
* Ensure system documentation is accurate and up to date
* Hardware fault diagnosis and repair
* Supporting project engineers with hardware for onsite delivery
* Complete Project tickets and phases as assigned
* Out of hours/24/7 remote support on rota basis
* Weekend onsite support (0800 - 1800)
* Document customer software, services, tools or hardware
* Document internal processes relate to duties and responsibilities
* Meeting SLA'S, KPI's and profitability targets
* Customer satisfaction
Key Skills
* Good analytical/problem solving skills
* Outstanding customer care, active listening, and communication skills
* Good numerical and literacy skills and goods levels of computer literacy
* Ability to work in fast moving environment, multitask and adapt to changes quickly
* In-depth knowledge of the service catalogue and how it relates to customer needs
* Team player
* Can do attitude
* Self-starter
* Time management
* Business awareness
Experience
* Strong understanding and technical background in an MSP
* Proven methodology in fault finding and troubleshooting techniques
* Familiar with all Microsoft technologies - Desktop OS, Server OS, Hyper-V, Active Directory, Exchange
* Background in Cloud technologies - Azure, Microsoft 365, AWS
* Experience with VoIP telephony, both hosted and on premise
* Proven track record of escalation resolution
Additional requirements
* Be an effective member of the team, recognising, respecting, and promoting the different roles and diversity of the individuals in the team and presenting a positive impression of the team and the organisation
* Improve customer service perception and satisfaction

Qualifications
* Level3 IT Diploma or CompTlA A+ or equivalent
* Professional IT Certifications - MCP, MCSA, Vendor led qualifications
* GCSE Level4 or above in Maths and English Language

Desirable
* ITIL Foundation

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.